Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Currently never really use the "Duration" option when searching or creating policies because it includes the in-queue time; could have a 30 minute duration, but agent is only connected for 5.  Would prefer to have Talk+Hold time (no acw) as an option or, with the upcoming callback metrics: time to first dial.

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------

Original Message:
Sent: 01-23-2023 20:04
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Thanks for your feedback Shelby!

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Original Message:
Sent: 01-24-2023 12:09
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Currently never really use the "Duration" option when searching or creating policies because it includes the in-queue time; could have a 30 minute duration, but agent is only connected for 5.  Would prefer to have Talk+Hold time (no acw) as an option or, with the upcoming callback metrics: time to first dial.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-23-2023 20:04
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Is there any intention to add Speech & Text Topics/Phrases as criteria for the policies? Would be greatly helpful for assignment purposes to assign when specific negative sentiments are found.

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------

Original Message:
Sent: 01-27-2023 09:20
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Thanks for your feedback Shelby!

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 01-24-2023 12:09
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Currently never really use the "Duration" option when searching or creating policies because it includes the in-queue time; could have a 30 minute duration, but agent is only connected for 5.  Would prefer to have Talk+Hold time (no acw) as an option or, with the upcoming callback metrics: time to first dial.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-23-2023 20:04
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Hi Shelby,

Thanks for that suggestion, sounds like an interesting idea. If you could please add that idea to our idea portal with any use cases that come to mind that would be great!

Thanks again.

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

Original Message:
Sent: 02-01-2023 10:45
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Is there any intention to add Speech & Text Topics/Phrases as criteria for the policies? Would be greatly helpful for assignment purposes to assign when specific negative sentiments are found.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-27-2023 09:20
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Thanks for your feedback Shelby!

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 01-24-2023 12:09
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Currently never really use the "Duration" option when searching or creating policies because it includes the in-queue time; could have a 30 minute duration, but agent is only connected for 5.  Would prefer to have Talk+Hold time (no acw) as an option or, with the upcoming callback metrics: time to first dial.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-23-2023 20:04
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------

https://genesyscloud.ideas.aha.io/ideas/QUAL-I-102

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------

Original Message:
Sent: 02-03-2023 12:25
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi Shelby,

Thanks for that suggestion, sounds like an interesting idea. If you could please add that idea to our idea portal with any use cases that come to mind that would be great!

Thanks again.

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 02-01-2023 10:45
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Is there any intention to add Speech & Text Topics/Phrases as criteria for the policies? Would be greatly helpful for assignment purposes to assign when specific negative sentiments are found.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-27-2023 09:20
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Thanks for your feedback Shelby!

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 01-24-2023 12:09
From: Shelby Cronk
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Currently never really use the "Duration" option when searching or creating policies because it includes the in-queue time; could have a 30 minute duration, but agent is only connected for 5.  Would prefer to have Talk+Hold time (no acw) as an option or, with the upcoming callback metrics: time to first dial.

------------------------------
Shelby Cronk
ConvergeOne, Inc.

Original Message:
Sent: 01-23-2023 20:04
From: Herrick Mai
Subject: What is your ideal configuration to create evaluations based on interaction durations/handle time/etc?

Hi everyone,

I'm looking for customers who's organization typically creates quality evaluations based on interaction duration/handle time/etc or would like to do so in the near future.

If so can you please share:
- what is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialling, etc)
- if you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?

Thanks!
#WorkforceEngagementManagement
#QualityManagement

------------------------------
Herrick Mai
Genesys - Employees
------------------------------